Supervisor, Member Services (Remote)

Lensa; Milwaukee (WI); Remote; USD 77,000 - 97,000; Full time

Job summary

A leading company in IT Services and IT Consulting seeks a Customer Service Supervisor to deliver exceptional service to Molina members and providers. In this role, you will manage a team, ensure compliance with regulations, and strive to improve the customer experience. The position requires managerial capabilities and values a strong commitment to service excellence. It offers a competitive salary package and is based in Milwaukee, with opportunities for personal and career growth.

Benefits

Competitive benefits and compensation package

Qualifications

• 3-5 years’ experience in a call center environment required.
• 1-2 years of supervisory experience preferred.

Responsibilities

• Provides customer support and resolves issues for Molina members.
• Supervises a team and manages performance for department goals.
• Addresses complex member inquiries across various services.

Skills

Customer service

Team management

Escalation management

Communication

Education

Associate degree

Bachelor's Degree

Job description

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Job Description

Job Summary

• Provides customer support and stellar service to meet the needs of our Molina members and providers.
• Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values in their actions.
• Provides product and service information and identifies opportunities to improve our member and provider experiences.
  
  

Knowledge/Skills/Abilities

• Supervises a team of employees. Trains, coaches, monitors, and manages the team’s performance to meet or exceed company and department performance expectations.
• Effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
• Ensures compliance with Contractual and Regulatory requirements.
• Addresses more complex member inquiries, questions and concerns in all areas including enrollment, claims, benefit interpretation, and referrals/authorizations for medical care.
• Provides exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public.
• Achieves individual performance goals as it relates to call center objectives.
• Demonstrates personal responsibility and accountability and leads by example through individual performance.
• Support projects and special initiatives as appropriate.
  
  

Job Qualifications

Required Education

Associate degree or equivalent combination of education and experience

Required Experience

• 3-5 years’ experience in a call center environment
• 1-2 years supervisory experience
  
  

Preferred Education

Bachelor's Degree or equivalent combination of education and experience

Preferred Experience

5-7 years

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

Pay Range: $77,969 - $96,558 / ANNUAL

• Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
  
  

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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